topic Re: I have no phone service in Get Support

I have no phone service

PNeilson — Tue, 17 Jan 2023 18:30:03 GMT

I have paid my phone bill yesterday using a payment voucher and have since not had service since then.

Re: I have no phone service

Handy1 — Tue, 17 Jan 2023 18:31:24 GMT

@PNeilson @@@Try rebooting phone

if you need support

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Or while your already here and logged in the community

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Re: I have no phone service

softech — Tue, 17 Jan 2023 18:33:54 GMT

@PNeilson can you login to My Account and confirm if your account status is Active?

If it is Suspended, check if the money is showing up in Available Fund. if that is the case, click Reactivate my plan once. PM will use the money in Available Fund to reactivate

Re: I have no phone service

PNeilson — Tue, 17 Jan 2023 18:36:35 GMT

I can't log into my public mobile account and haven't been abel to for a few years now. Since paying my phone bill yesterday I can't call or text with my phone. How would I do what you suggested if my account is suspended?

Re: I have no phone service

Handy1 — Tue, 17 Jan 2023 18:38:03 GMT

@PNeilson @You should try logging again incognito mode private mode there are cache issues

Re: I have no phone service

esjliv — Tue, 17 Jan 2023 18:40:36 GMT

@PNeilson wrote:
I can't log into my public mobile account and haven't been abel to for a few years now. Since paying my phone bill yesterday I can't call or text with my phone. How would I do what you suggested if my account is suspended?

@PNeilson - can you call 611 from your phone to check the status, OR # 1-855-478-2542 or # 1-855-4PUBLIC from another line to also check the status this way.

Have you ever created a My Account before? If not and you are a current customer (have been active within 90 days and have not ported out to another provider)...well even if you once created an account before, but still having issues... you can submit a ticket here to: Create or forgot My Account email or password link

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Re: I have no phone service

softech — Tue, 17 Jan 2023 18:41:44 GMT

@PNeilson you have no access to My Account, for quick fix, following for @esjliv suggested.

But for long time fix, open ticket with PM support and have them to help with the login issue. It is much easier to have access to My Account and check it visually

1. Open ticket with Chatbot for faster response (2-48 hours), using direct link: https://publicmobile.ca/chatbot.

Start by typing "Forgot Login Information", then click "Contact Us",, then click "Click here to submit a ticket ↗"

2. if you have problem with Chatbot: Private message CS Agent at:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there

Re: I have no phone service

Meow — Tue, 17 Jan 2023 18:47:18 GMT

@PNeilson wrote:
I can't log into my public mobile account and haven't been abel to for a few years now. Since paying my phone bill yesterday I can't call or text with my phone. How would I do what you suggested if my account is suspended?

So how do you pay your bill then? By voucher all the time?

If you have problem getting into your account try using different browser. Try Incognito/private mode. Clear browser’s cache. Try forced refresh. Use computer and not phone to log in.

Or contact agent to assist you.

Re: I have no phone service

PNeilson — Tue, 17 Jan 2023 18:49:41 GMT

I have been paying my bill through a payment voucher from the recharge service. I have been doing it that way since I can't log into to my account.

Re: I have no phone service

esjliv — Tue, 17 Jan 2023 18:56:09 GMT

@PNeilson wrote:
I have been paying my bill through a payment voucher from the recharge service. I have been doing it that way since I can't log into to my account.

@PNeilson - isn't there a charge through recharge?

Are you by any locations to obtain some free vouchers: https://publicmobile.ca/en/on/payment-voucher?

Even so, it may be best to get your My Account set up; it is the best way to get a full picture of your account status and overall management of it all.

Re: I have no phone service

PNeilson — Tue, 17 Jan 2023 18:59:07 GMT

I have never heard of the free vouchers.

I have a public mobile account but have been unable to log into it and at this point I can only pay using recharge voucher but I did that this last time and I can't text or call with my phone even tho paying my phone bill this way worked last time for me.

Re: I have no phone service

Handy1 — Tue, 17 Jan 2023 19:15:56 GMT

@PNeilson @I think you might need support to regain access and or change email if required and copy it and password down on paper . And remember to use a new window sign in incognito / private there’s terrible cache issues with the site

while your already here and logged in the community

you can send a private message to our CS_Agents by clicking here.

Re: I have no phone service

PNeilson — Tue, 17 Jan 2023 19:18:35 GMT

I am in conversation with a customer service agent via private message at the moment

Re: I have no phone service

Handy1 — Tue, 17 Jan 2023 19:20:40 GMT

@PNeilson @Perfect hope you get it all resolved quickly

Re: I have no phone service

PNeilson — Tue, 17 Jan 2023 19:22:48 GMT

This is my second day trying to get help from a customer service rep and it takes a while for a response. I'm starting to get frustrated and stressing about it.

Is there a way to gain access to my account without reaching out to customer service?

Re: I have no phone service

Handy1 — Tue, 17 Jan 2023 19:25:02 GMT

@PNeilson @You can 611 if your remember your pin or have to get a voucher and no pin needed

Re: I have no phone service

PNeilson — Tue, 17 Jan 2023 19:27:22 GMT

I have called 611 and paid with a voucher when I was supposed to but since have not been able to text or call with my phone number. All I got was my number has been temporally suspended and need to make another payment even tho I already had and it maybe didn't go through or I didn't pay the right amount.

Re: I have no phone service

Handy1 — Tue, 17 Jan 2023 19:32:13 GMT

@PNeilson @For now you have a ticket started I’d wait for that and if you have made any extra payments they will be able credit / refund the difference just keep a watch on you community envelope

Re: I have no phone service

PNeilson — Tue, 17 Jan 2023 19:35:15 GMT

It's been 30 minutes since I have sent a reply to the agent and nothing has happened since.

What if my account is no longer active?

Re: I have no phone service

Handy1 — Tue, 17 Jan 2023 19:37:45 GMT

@PNeilson @As long as it hasn’t been without service over 90 days then you should be able to get it reactivated